The information provided by your software is not only as good as the analytics and intelligence that go with it, but the new and innovative ways of producing them as well. In the ever-changing technology environment there are a couple of new ways to approach your analytics process that can substantially improve your BI capabilities.  

With ever changing, growing and complex data flowing through our technology systems, it is more important than ever that we consistently learn, grow and adapt to a new business environment.  While this may be uncomfortable for some, it nonetheless remains crucial to future success.

The problem

Many organizations were thrilled with the concept of BI when it first came out because it allowed them to more easily sift through mountains of data. Formerly relying on staff to crunch the numbers and come up with a plan of action they were now able to get it directly out of their software system. Unfortunately more often than not these organizations were then faced with new mountains of data to manage, after the system had gone through it.

What’s more, many found that their ‘analytics’ were out of date before they were even complete because business needs, processes and environments can change moment by moment. What worked yesterday may not work today and next week’s process could be completely different from either of those. Static analytics quickly became obsolete and coming up with new metrics all the time was seemingly impossible.

The Solution

Fortunately there’s an answer to this dilemma and it is found in: Dynamic Analytics. Made available by Enterprise Search 2.0 platforms, dynamic analytics provide real-time information to companies similar to how the internet provides it for individuals. For example if you typed ‘Chicago Heat Wave’ into Google you’d get information and data on hot weather experienced by our region. But if you were to type in ‘Chicago Heat Wave 2011’ you’d not only get information on the current conditions we face – but you’d get different information depending on whether you typed the search criteria in today, tomorrow or two days from now, because information is always changing and growing. The information is updated in real-time. Enterprise Search 2.0 platforms enrich your ‘information environment’ by providing dynamic analytics organization-wide despite any non-integrated and/or siloed systems you may have. Through a series of data connectors you’ll be able to pull information from multi places for different sets of data through a simple search query.

Another enhancement to Business Intelligence is its use within an automated voice self-service application. Paying close attention to the behavior of callers, how many can resolve their issues through your automated system, and how many are forced to speak to a representative can help you improve your process. Having a system that gives the prompts people are looking for is more likely to evoke success. But you’ll only know what the right prompts are if you’re looking at your voice application through the lens of your Business Intelligence application. Doing this can help you embed analytics to help you: 

• Improve usability of the automated system for callers.
• Improve customer satisfaction through a system that best meets their needs.
• Determine and correct problems in the system leading to unresolved customer issues.
• Gain insight into the overall performance of your application.

The dashboards provided by your BI application can provide streamlined data and intelligence offering the snapshots of information you need to keep your voice application at optimum performance. Being up to speed from every angle, in addition to having the capabilities necessary to make immediate updates will help you enhance your customer satisfaction levels across the board.

BI tools and analytics are helping businesses gain better real-time insights than ever before. If you’d like more information on how BI may be able to help you get more intelligence and less data from your systems – give us a call! We’d be happy to help you determine what solution best meets the needs of your company.